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Originally Posted by Frank
That just about sums it up. I'm sure ntl have made improvements in customer service over the years since we started nthellworld, but the problem (IMHO) is that they still appear only interested in metrics rather that a qualatitive analysis. So number of calls may have gone down, length of call may have dropped, 1st time fix may have increased, but they still do not have the correct product information. I should stress here that this is not the fault of the front line staff themselves, but of the people responsible for timely communication, not to mention the fact that CSRs are pressured by management to keep call times down rather than give the customer the correct details, hence the disparity of information provided. The "most popular answer" approach still appears necessary with ntl unfortunately. This has been a long running problem, but I digress... It does however, become more apparent with large issues such as this.
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I agree totally. They should inform staff more, the lady I spoke to on the phone didnt really know what was happening because she told me to ring back on the 1st of next month and then I would get the upgrade?
